How to track AI Voice & Chat KPIs
KPIs relating to AI Voice can be tracked on Spare Analytics (shown above). KPIs include:
Total Calls: Total number of calls made to AI Voice
Total Duration (Minutes): Total duration of calls with IVR actions not including time spent connected to a customer service representative.
Forwarded to CSR Count: Total number of calls where a user requested to be forwarded to a customer service representative (CSR).
Booking Count: Total number of times the booking flow was initiated.
ETA Count: Total number of times the ETA flow was initiated.
Cancellation Count: Total number of times the cancellation flow was initiated.
Total Unique Users: Total number of unique users that have used AI Voice.
How to review AI Voice Calls
All AI Voice calls are recorded and can be reviewed on a rider's profile. To view an AI Voice call, Select on a rider profile, scroll down to IVR Call Metrics under the Overview tab, and select one of the calls. Calls labeled AI Voice are handled by the AI Voice agent.